Collections Associate

Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported. Charlie Health exists to change that. Our mission is to connect the world to life‑saving behavioral health treatment. We deliver personalized, virtual care rooted in connection—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we’re expanding access to meaningful care and driving better outcomes from the comfort of home. As a rapidly growing organization, we’re reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you’re ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you. About the Role At Charlie Health, we take great care in estimating out‑of‑pocket costs associated with the care we deliver and one of our top priorities is to minimize costs to our patients and their families. This role is an important piece of this process as this person will be the direct line of communication regarding outstanding balances for care received. It’s important that people in this role have great attention to financial account details and care for our patients as much as we do. Responsibilities Manage patient balances ensuring account is clean and ready for self‑pay collections post all insurance processes are completed Work closely with admissions teams to understand patient responsibility and expectations of collections are in line with financial agreements Initiate collection calls to patients or their families to collect outstanding balances Handle large volume of inbound calls regarding outstanding balances and invoices Arrange payments, or set up payment plans, of outstanding balances Provide daily/weekly updates to leadership on collections status Manage large volumes of patient accounts each week Process invoice and credit requests in accordance with collections guidelines Respond promptly to inquiries received from other departments associated with patients care Navigate and gather data from various internal sources to ensure proper balances are collected Work closely with all departments in the revenue cycle to ensure balances are correct and ready for collections to take place Investigate escalated insurance billing inquiries and inaccuracies and take appropriate action to resolve the account Requirements Able to work a hybrid schedule of 4 days/week in our Nashville office and located within 75 minutes' commuting distance of the office Knowledge of medical billing practices, office policies and procedures Understanding of “No Surprises Collections Act” Knowledge of all confidentiality requirements regarding patients and strict maintenance of proper confidentiality on all such information Excellent written and verbal communication skills Organizational skills Strict attention to details 2+ years related work experience in health care administrative, financial, insurance, customer services, claims, billing, call center, or management Please note that this role is not available to candidates in Alaska, Maine, Washington DC, New Jersey, California, New York, Massachusetts, Connecticut, Colorado, Washington State, Oregon, or Minnesota. Charlie Health is pleased to offer comprehensive benefits to all full‑time, exempt employees. Read more about our benefits here. Our Values Congruence: Stay curious & heed the evidence. Commitment: Act with urgency & don’t give up. At Charlie Health, we value being an Equal Opportunity Employer. We strive to cultivate an environment where individuals can be their authentic selves. Being an Equal Opportunity Employer means every member of our team feels as though they are supported and belong. We value diverse perspectives to help us provide essential mental health and substance use disorder treatments to all young people. Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation. #J-18808-Ljbffr